Job Summary
We are looking for an experienced Customer Support & Call Centre Operations Analyst to manage customer support operations, Zendesk queue management, Workforce Management (WFM), quality monitoring, reporting, workflow automation, and system integrations within a multi-channel contact centre environment. The ideal candidate should have strong experience in customer support operations and contact centre processes, with the ability to improve operational efficiency through data-driven insights and process optimization.
This role is responsible for optimizing customer support workflows, managing Zendesk operations, monitoring performance, supporting workforce planning, maintaining quality standards, and ensuring seamless integration between support and business systems.
Key ResponsibilitiesCustomer Support Operations & Zendesk Management
- Manage day-to-day customer support operations and ensure efficient service delivery.
- Manage Zendesk ticket queues, routing, prioritization, and SLA adherence.
- Configure and maintain workflows, automations, macros, triggers, and business rules.
- Monitor queue health, ticket volumes, backlog, response times, and resolution performance.
- Administer user access, platform configurations, and support processes.
- Drive workflow automation and continuous process improvement initiatives.
- Manage and support integrations between Zendesk, CRM, telephony, WFM, and other business systems.
Workforce Management (WFM)
- Support forecasting, capacity planning, scheduling, and real-time workforce monitoring.
- Monitor staffing levels and ensure adequate coverage based on business demand.
- Track adherence, occupancy, productivity, shrinkage, and service levels.
- Provide workforce insights and recommendations to improve operational efficiency.
Quality Assurance & Performance Monitoring
- Partner with Quality teams to monitor customer interactions and support quality.
- Track key performance indicators and identify areas for improvement.
- Review customer support processes and recommend corrective and preventive actions.
- Support quality improvement initiatives and ensure compliance with defined service standards.
Reporting & MIS
- Develop and maintain operational dashboards, scorecards, and performance reports.
- Generate daily, weekly, monthly, and ad hoc reports for management.
- Analyze ticket volumes, queue performance, SLA compliance, productivity, and customer experience metrics.
- Conduct root cause analysis and provide actionable insights to improve performance.
- Ensure accuracy and integrity of operational data and reports.
Knowledge & Wiki Management
- Maintain and update internal Wikis, knowledge bases, FAQs, and support documentation.
- Ensure support teams have access to accurate and up-to-date troubleshooting and process information.
- Identify knowledge gaps and coordinate with relevant teams to improve documentation.
Requirements
- Bachelor's degree in Business, Commerce, Engineering, Statistics, Information Systems, or a related discipline.
- 3–5 years of experience in Customer Support Operations, Call Centre Operations, WFM, MIS, Quality, or Zendesk Administration.
- Hands-on experience with Zendesk queue management and support operations.
- Strong understanding of workflow automation, macros, triggers, and SLA management.
- Experience with Workforce Management and contact centre performance metrics.
- Experience in reporting, MIS, dashboards, and operational analytics.
- Understanding of quality assurance processes within customer support or contact centre environments.
- Experience managing integrations between Zendesk, CRM, telephony, WFM, and other business systems.
- Strong analytical, problem-solving, and communication skills.
- Ability to manage multiple priorities in a fast-paced customer support environment.
Technical Skills & Tools
- Zendesk Administration
- Zendesk Explore
- Zendesk Queue Management
- Workflow Automation, Macros & Triggers
- SLA Management
- Workforce Management (WFM)
- Quality Assurance (QA)
- Advanced Microsoft Excel
- Power BI or Tableau
- SQL
- CRM Systems
- Telephony & Contact Centre Platforms
- System Integrations
- Wiki & Knowledge Base Management
- Microsoft Office Suite
What We Offer
- Competitive salary of ₹10 LPA – ₹12 LPA
- Opportunity to work in a fast-paced customer support and contact centre environment.
- Exposure to Zendesk, WFM, analytics, automation, and enterprise support technologies.
- Career growth and continuous learning opportunities.
- Collaborative, performance-driven, and technology-focused workplace.
Job Type: Full-time
Location: Bengaluru, Karnataka
Experience: 3–5 Years
Pay: ₹1,000,000.00 - ₹1,200,000.00 per year
Work Location: In person
